FAQ
Your Questions, Answered
* How quickly will I receive my order?
* How quickly will I receive my order?
Poland: 1–2 business days from the date of order.
EU: 3–4 business days from the date of order.
Orders are handed over to the courier no later than the next business day.
- domestic transport usually takes 1 business day.
- EU transport usually takes 2–3 business days
* Can I change or cancel my order?
* Can I change or cancel my order?
You can make changes or cancel your order as long as it hasn’t left our warehouse. After that, changes are no longer possible. To change or cancel your order, please contact us via the contact form or email online@masthew.com
* How can I check my order status?
* How can I check my order status?
Right after your purchase, we send a confirmation email containing a View Order button. Click it to see your current order status and estimated delivery time.
If you have an account with us, simply log in and go to My Orders to view your full purchase history and the status of current orders.
* Will unavailable / sold-out products be available again?
* Will unavailable / sold-out products be available again?
Favorite styles come back!
If your dream product is unavailable or sold out, you can sign up for an email notification about its restock. On the product page, simply select the size you’re interested in and click the Notify me when available button. We’ll let you know as soon as it’s back in stock.
* Do you ship internationally?
* Do you ship internationally?
Yes, we ship to European Union countries. You can find the details here
* What are the shipping costs?
* What are the shipping costs?
Delivery within Poland
- Parcel locker delivery – 15 PLN / 4 EUR
- Courier delivery – 16 PLN / 4 EUR
Delivery within the EU
49–129 PLN / 12-31 EUR - depends on you destination
You can find the details here.
* What delivery methods are available ?
* What delivery methods are available ?
- parcel locker delivery
- courier delivery
* Can I track the of my order?
* Can I track the of my order?
As soon as your order leaves our warehouse, you’ll receive an email with a tracking link.
* How can I pay for my order?
* How can I pay for my order?
We accept the following payment methods:
- BLIK
- Online bank transfers (Przelewy24)
- PayPo – deferred payments
- Apple Pay & Google Pay
- Credit / Debit cards (Visa, MasterCard, Maestro, American Express)
- PayPal
* Are deferred payments available?
* Are deferred payments available?
Yes — we offer deferred payments through PayPo
* What should I do if my discount code doesn’t work?
* What should I do if my discount code doesn’t work?
If your discount code isn’t working, please contact us via the contact form or email us directly at online@masthew.com
* Can the newsletter discount code be combined with other promotions?
* Can the newsletter discount code be combined with other promotions?
No, the newsletter discount code cannot be combined with other ongoing promotions or discounts.
* How can I return my order?
* How can I return my order?
The easiest way is to use our Wygodne Zwroty Returns Form, or you can send the items back to our address by courier.
* How long do I have to return an order?
* How long do I have to return an order?
You have 14 days from the moment you receive your package to decide whether to keep the items. Returned items must be unused and have original tags.
* When will I receive a refund?
* When will I receive a refund?
Refunds are usually processed within 2–3 business days after receiving the returned items, though the maximum processing time is 14 days.
* How will I receive my refund?
* How will I receive my refund?
Refunds are returned to the same payment method used for the original purchase.
* Do you have a physical store?
* Do you have a physical store?
Currently, we do not have a physical store, but we are working on it.
* Can I try products on before buying?
* Can I try products on before buying?
Unfortunately, it is not possible to try products on before purchase at this time.